A Method for Identifying IT Services Using Incidents

Providing constant IT services quality has become fundamental for organisations to achieve success and customer satisfaction. Information Technology Service Management´s (ITSM) main goal is to guarantee IT services quality. Information Technology Infrastructure Library (ITIL) has become the most adopted best practice framework to implement ITSM within organisations. However, organisations often fail to identify the service compromising the quality of services delivered. ITIL does not provide the answer. We propose a method to identify services through incidents based on a reference catalogue. The contribution of the paper is to help organisations deliver IT services with quality within an organisation. The proposal was evaluated in real-world settings using Design Science Research Methodology (DSRM) and positive results were achieved.